We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 2568 results
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Decision Reference DRN3146115
5 Mar 2018 NewDay Ltd Not upheldBanking and creditMs D complains that NewDay Ltd sent statements to the wrong address and allowed her to build up arrears.backgroundMs D had a card with NewDay for some years. She stopped receiving statements in September 2016. In July 2017 she wrote to the business to ask for cop... (2 pages)View decision -
Decision Reference DRN4639173
10 Jan 2018 NewDay Ltd UpheldBanking and creditMr M is unhappy he went over the credit limit on his credit card account. He says this is due to NewDay Ltd deducting a credit made in error. He has asked NewDay to increase his credit limit to cover his current balance and for his credit file not to be affected... (3 pages)View decision -
Decision Reference DRN4068749
15 Mar 2018 NewDay Ltd Not upheldBanking and creditMiss Z is unhappy with the time taken by NewDay Ltd to clear her credit file when identity fraud had been reported by her. She’s also unhappy that the business allowed a credit card to be taken out in her name without carrying out the appropriate checks.backgroundOn... (2 pages)View decision -
Decision Reference DRN-4316437
12 Oct 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4316437 The complaint In summary, Miss T complains that NewDay Ltd (trading as Aqua Classic), provided her with a credit card and credit limit increases that she wasn’t able to afford. She is also unhappy with it not responding to her complaint. I will refer to NewDay throughout the de... (5 pages)View decision -
Decision Reference DRN-5348076
13 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5348076 The complaint Mr K complains that NewDay Ltd trading as Marbles Card terminated his account whilst he was in a payment plan. What happened Mr K holds a Marbles credit card account with NewDay. In January 2024 NewDay extended the payment holiday on the account until 19 Februa... (3 pages)View decision -
Decision Reference DRN-5792827
2 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5792827 The complaint Miss H believes NewDay Ltd trading as Aqua acted irresponsibly when it approved her credit card application and later increased the credit limit. What happened In August 2018 Miss H applied for a credit card with NewDay. This application was approved with an in... (9 pages)View decision -
Decision Reference DRN-3586109
12 Jul 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3586109 The complaint Mr C complains that NewDay Ltd trading as Aquacard (“NewDay”) acted irresponsibly when they agreed to provide him with a credit card account and later increased his account limit to an unaffordable level. What happened Around October 2015, Mr C applied to NewDay f... (3 pages)View decision -
Decision Reference DRN-2095068
9 Sep 2020 NewDay Ltd UpheldBanking and PaymentsDRN-2095068The complaintMr M complains that NewDay Ltd trading as Aqua (NewDay) acted irresponsibly when they increased the limit on his credit card on several occasions. What happenedMr M held a credit card account with NewDay, and he says that in a period of less than 3years his limit wa... (3 pages)View decision -
Decision Reference DRN-4684890
22 Nov 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4684890 The complaint Mr M is unhappy about a number of events relating to his credit card and the service he has received from NewDay Ltd trading as Marbles. What happened Mr M holds a Marbles branded credit card with NewDay. In August 2023 Mr M complained to NewDay. He said: N... (4 pages)View decision -
Decision Reference DRN-4872362
25 Jun 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4872362 The complaint Mr T complains that NewDay Ltd trading as Debenhams (NewDay) has charged him too much interest on his credit card account. Mr T wants NewDay to agree a fixed monthly interest rate. What happened Mr T holds a credit card account with NewDay under the Debenhams trad... (2 pages)View decision